Service Level Manager Job Description
Service level manager
provides business feedback related to development and evolution of related IT architecture, business infrastructure, tools and processes.
Service Level Manager Duties & Responsibilities
To write an effective service level manager job description, begin by listing detailed duties, responsibilities and expectations. We have included service level manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Analyse and review all service requirements and conduct comparisons with SLA's
Ensure that the SLA monitors on-going adherence to industry standard and legal requirements, FAIS compliance
Develop and maintain relationships within Barclays Africa Technology within the Business unit, understanding their requirements and gathering feedback so as to enhance the SLA process
Explain targets and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements
Manage departmental budgets including signing off of invoices and quotes within mandate
Manage and monitor the adherence to industry standards and best practices within the team Information
Support area within industry best practices by implementing system controls change approval board standards and processes
Develop concepts and architecture for hardware, software, or network upgrades or additions based on operational issues, customer needs, customer impacts, and/or industry trends
Typically serves as a team member on 6 Sigma projects
Delivery and billing of contracted services and related Service Level Agreements · Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value · Provides expert problem management support to the most difficult, high profile client issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
Service Level Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Level Manager
List any licenses or certifications required by the position: ITIL, PMP, II, H&S, NICET, IAT, III, IRIS, ET, ICD
Education for Service Level Manager
Typically a job would require a certain level of education.
Employers hiring for the service level manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Business, Technical, Education, Business/Administration, Information Technology, Engineering, Management, Information Systems, Performance
Skills for Service Level Manager
Desired skills for service level manager include:
Analytic techniques and methods
Business change processes
English
Methods and tools
Applications’ architecture
Banking products & services
IT processes
Microsoft Office Tools
Standard and specific software
IT service infrastructure and its exploitation in both own and other organisations
Desired experience for service level manager includes:
In depth understanding of MPS services or Document Management outsourcing including technical knowhow and Best Practice approach to delivery or understanding of these services
Management of team related process including HR, absence management, H&S and regulatory compliance, Bradford Factor tracking and performance management
Confidence and experience in leading presentations and senior meetings with key stakeholders
Provides leadership and support for new business opportunities
Leads, motivates, mentors and develops their teams directly and/or indirectly to build business capability
Commercial awareness and driven towards business development
Service Level Manager Examples
1
Service Level Manager Job Description
Job Description Example
Our innovative and growing company is hiring for a service level manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service level manager
- Work with vendors to ensure underpinning contracts will support the Business Service Level requirements
- Build and Configure all SLAs, OLA and UCs in the RemedyForce system
- Provide input on all Vendor Support agreements regardless of Application / Infrastructure
- Design and Provide detailed Service Level reporting for the CIO, Senior Management and Business stakeholders
- Working with other Stakeholder where applicable create and manage Service Improvement plans
- Drive the incident management continuous improvement program, control reports and make reports available to users and customers
- Coach direct reports in the organisation as appropriate
- Act as a role model for new employees, providing help and support to facilitate early integration and assimilation of their new environment
- Significant experience in Avaya Technology in large corporate environments
- Significant experience with service support and helpdesk
Qualifications for service level manager
- Relevant professional qualifications ITIL, Lean Six Sigma (Operational Excellence), PMI, Chartered Management, Prince 2
- Demonstrable experience of having designed and implemented significant productivity customer satisfaction improvements
- Three to Five years customer service with experience working in a Service Management environment
- Must have a solid working knowledge of Service Level Management ideally with experience of implementing or at least executing corporate wide SLM process
- Proven Track record of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans
- Significant Experience of configuring Service Level Management in an ITSM System , ideally Remedy or RemedyForce but other ITSM Toolsets would also suffice
2
Service Level Manager Job Description
Job Description Example
Our company is hiring for a service level manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service level manager
- Externally outside of IT, establish and maintain strong working relationship with business unit directors and managers
- Externally, may also be responsible for – or at least build strong relationships with - Supplier Management
- Create and maintain a Catalogue of Services
- Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the organization
- Establish a Service Review process
- Play a leadership role and assist other IT leaders in entrenching a “business and service culture” within IT
- Negotiate, get buy-in for, design, and maintain SLAs with internal customers
- Negotiate, get buy-in for, design and maintain OLAs with other IT support teams
- Work with Change Managers to understand the SLM requirements for proposed new services and changes
- Hire, lead, and develop a team of ~20-25 associates
Qualifications for service level manager
- Good understanding of the overall IT infrastructure
- ITIL - Service Level Management (Level Expert expected)
- To work directly at our clients and deliver on specific engagements
- Acting in the capacity as a replacement financial resource
- Undertaking reconciliation and reconstruction engagements
- Implementing improved processes and control
3
Service Level Manager Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of service level manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service level manager
- Act as the lead strategist for the print and design operations
- Provide industry insight on emerging communication technologies, workflow and trends
- Travel across the HCA West Florida, East Florida, North Florida, and South Atlantic divisions to develop and manage relationships with the key Customer stake holders
- Responsible for delivery of service for a large, regional, global and/or national client(s)
- Provides a focus client retention
- Provides expert problem management support to the most difficult, high profile client issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Takes a strategic perspective to anticipate future challenges within the industry and identifies the implications for service delivery, including likely future capability and resource requirements
- Maximizes same account growth opportunities
- Defines requirements for new services in line with GDO strategy
- This position will be responsible for the overall process work streams within the CS Replatform Project (CSRP), Customer Interactions, Billing Usage, Credit and Collections, Payments and Products and Programs
Qualifications for service level manager
- Verification of fixed assets and compilation of fixed asset registers
- Compilation of Annual Financial Statements and performing group consolidations
- Bachelor’s degree in Business Administration, Computer Science, Engineering (or equivalent in knowledge/experience)
- Significant IT Service Level Management of large scale global ERP
- Responsible for ownership of CSRP’s strategic objectives, operational priorities and plans to ensure realization of strategic objectives
- Accountable for making decisions on key business direction and activities which may have a direct, operational and financial impacts on Customer Service, indirect impact on other departments (Finance
4
Service Level Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service level manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service level manager
- Recruits, develops, and retains IT managers and individual contributors
- Understands the competitive environment
- Sets and communicates business direction at all levels
- Delivers results for high-level internal/external partners
- Leads highly complex and/or major business impact initiatives
- SLS – DP performance, on time delivery, Fraud prevention
- Own Escalation management and resolution
- Provide feedback to Product management to make improvements to Am Flex SLS program
- Management and monitoring of system- and customer services for the Payment & Risk Business (IaaS/BaaS)
- Create, improve and maintain service related processes and agreements
Qualifications for service level manager
- Ten years of experience managing, supervising, or leading an organization, group, or teams within a planning and operational function
- Experience with strategic planning having large impact on the organization, developing assumptions for annual budgeting and prioritizing strategic initiatives
- Experience with managing sourcing efforts and or managing vendors
- Customer service in operations or back office support/technologies
- Data mining and migration (SSIS )
- Specify and review reporting requirements, modelling and testing needs (Capacity Management)
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Service Level Manager Job Description
Job Description Example
Our company is growing rapidly and is looking for a service level manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service level manager
- Support in tendering processes
- Ensure service level commitments are met in time and content
- End to end supply chain analyses of system- and customer services
- Review of SLA targets and service metrics
- Provide regular reports based on analysis of Incident, Problem and Change management with recommendations for targeted and specific opportunities for improvement
- List in order from most frequent tasks to less
- Ensure processes and procedures are established and maintained for Incident, Problem, and Change Management
- Ensure departmental governance policies are updated and maintained and allign with organizational governance polices
- Owns delivery of service through service delivery teams/managers - to a range of customers
- Provides leadership and support for new business opportunities (often large, complex and/or multi-country environment)
Qualifications for service level manager
- Ten years or more of experience managing a large teams
- Five or more years of experience managing multiple significant projects or initiatives simultaneously that have critical people and process impacts
- Experience in applying organizational development and/or organizational change management for an enterprise-wide level program/project
- Experience in managing sourcing efforts and/or managing vendor deliverables successfully
- Experience in strategic planning with significant impacts on the organization, developing assumptions for annual budgeting and prioritizing strategic initiatives
- Academic degree in Computer Science, Business Administration, Business Informatics or similar educational background